Chapter 127: Membership Overview
Purpose: There are two types of memberships:
• Standard memberships: Programs you can use to generate regular periodic orders for a customer. For example, you might set up a membership program to create an order for a food or beverage item each month. Once you generate an order through a membership, you can ship and bill it like any other order.
• Loyalty memberships: Programs that provide a discount and/or other rewards to customers based on their order history. The system automatically creates loyalty memberships for customers based on order activity. For example, you could offer customers a 5% discount and free shipping once their total merchandise dollars to date exceeds $500.
Creating standard memberships: You can create standard memberships for customers in order entry, on the web storefront, or through a separate menu option.
Standard memberships can be open-ended or can have a specified number of shipments. They can include the same items each time you generate an order or you can rotate the items. Standard memberships can also include a discount percentage that applies to any order the customer places; or you can also create discount-only standard memberships that do not generate orders.
E-commerce interface: You can sell standard memberships on orders for web customers if your web storefront supports it. When a customer orders a membership item on the web storefront, CWDirect passes a status message to the storefront indicating that the item represents a membership, rather than a regular inventoried item with a reservation or backorder status. See the E-Commerce Interface.
Note:
• If you sell a membership item on the web storefront, it must have the same name as the membership program itself. See Setup for Standard Membership Programs.
• If the order detail line creating the membership is in error status, the system still creates the customer membership provided there is sufficient data available to create it; however, if you later delete the order detail line or reject the order or order batch, the system deletes the customer membership.
Loyalty memberships: You cannot sell or manually create loyalty memberships; loyalty membership activation occurs only when the system determines that the customer now qualifies for a new loyalty membership program based on customer class or sales, order, or external sales dollars.
When you set up loyalty membership programs, you specify whether to base eligibility on sales or order dollars and whether to subtract activity such as cancellations, soldouts, and returns from the total dollar value required to qualify.
In this chapter:
• Examples of Standard Membership Programs
• Setup for Standard Membership Programs
• Work with Customer Memberships
• Expected Membership Orders Report
• Loyalty Membership Evaluation
• Creating the Loyalty Membership
• Applying the Loyalty Discount
• Deactivating or Discontinuing Loyalty Memberships
Examples of Standard Membership Programs
Purpose: Some sample standard membership programs are described below.
Example 1: A year of shipments. In this example, the membership includes a different order each month for a year, such as “fruit of the month” or “coffee of the month.” The items included in each order, the sequence in which they are shipped, and the pricing are all fixed at the start of the membership, and the customer does not have the option to change or add items. When the predefined number of orders has been generated, the membership closes automatically.
Example 2: Open-ended. The customer chooses the item or items, such as coffee, food items, or other consumables, to receive. Additionally, the customer specifies how frequently the orders should be generated; some prefer monthly shipments, while others receive shipments every two or three weeks. You might include an initial free gift with the first order. Also, the customer can request an additional item to be included in selected rotations, such as every other shipment. The customer pays the current offer price for included items. You leave this type of membership open, and continue generating new orders, until the customer advises you to close the membership.
Example 3: Discount membership. The customer purchases a discount “card” which is good for one year. Any time the customer places an order, this discount applies to the merchandise total.
Setup for Standard Membership Programs
Purpose: The setup required for standard memberships consists of:
Membership type: Before you set up a membership program, you must first set up one or more membership types. Membership types are codes that you use to group membership programs. Also, the membership type controls whether you can change any of the settings that default from the membership program, such as the items included in shipments or the intervals at which you generate orders, when you create a membership for a customer.
Additionally, at the time you generate membership orders, you can select specific membership types. For example, if you have just received a shipment of an item you include in a certain type of membership, you can choose to generate that type of membership order only.
For more information: See Chapter 128: Working with Membership Types (WWMT).
Membership program: You set up membership programs to identify the settings that default when you create individual customer memberships. These settings include:
• The interval at which you generate orders. You can choose a specific day of the month, or a number of days between orders.
• First and last dates when you can create new customer memberships.
• Discount percentage, if any, and the number of months that the discount will be effective
• Source code, ship via, and order type to default to generated membership orders
• Items to include on generated membership orders, including:
• the quantity to include on each generated order
• the rotation in which to include the item, if you use varying rotations
• the total number of times to include the item on generated orders
• price override, if any
You can override the settings from the membership program for an individual customer membership if the membership type allows it.
For more information: See Chapter 129: Working with Membership Programs (WWMP).
Membership Item: In order to create new customer memberships in order entry, you need to set up one or more membership items. When you enter a membership item in order entry, the system displays a pop-up window for you to specify the membership program in which the customer wants to enroll.
• Identify a membership item: You identify an item as a membership item by setting the Membership field to Y. You should also set the Non-inventory field to Y.
• Simplify order entry: You can use the same code to identify both the membership item and the membership program. For example, you could create both with a code of MEMB01. When you enter the membership item MEMB01 in order entry, the MEMB01 membership program ID defaults. Note: If you process orders through the web storefront, the membership item and program ID must be the same.
• Price of a membership item: If you plan to charge for creating the membership program in order entry, you need to set up an item/offer for a membership item. If you do not plan to charge for the customer membership itself, the order entry operator will need authority to override the price and add the membership item at no charge.
• Membership item price and discount: If you charge for the customer membership, and if the membership includes a discount, you must set the membership item to be non-discountable (set to the Discountable field to N). Otherwise, the price of the membership itself will be discounted. For example, you offer a membership that carries a 10% discount on all orders for one year. The price of the membership is $10.00. You must set the Discountable field to N, or the price of the membership itself will be discounted to $9.00.
• Initial shipment: In order to generate an initial shipment to the customer at the start of a discount-only membership, you should set up the item(s) using the Accompanying Item option at the Work with Item Offers Screen. If you attempt to generate the initial shipment through standard membership order generation, the membership's status will change to Complete after you generate the order, and the discount will no longer apply.
General ledger: Prepayments you receive toward customer membership post separately to the General Ledger Interface file, using the Membership Deferred Liability account number you have assigned to the division associated with the membership.
Note: These postings occur only if the Deferred Liability Cash Post Method (C48) system control value is set to ORDER (Order Entry).
See Accounts Payable Chapter 3: Working with Divisions (WDIV) for more information on setting up general ledger numbers for a division.
System control value: If the Display First Membership Order Total (G14) system control value is set to Y, the system displays a window providing the estimated dollar total for the first membership order when you accept an order creating a membership.
Purpose: An overview of creating standard customer memberships in order entry is provided below.
Entering a membership item: You can sell a standard membership through any order. The membership does not need to be the only item on the order, although it can be.
When you enter the membership item, the system displays a pop-up window. From this window, you can specify the membership program for the customer or confirm the program that defaulted based on the membership item you entered. You can advance to subsequent screens where you can override information that defaults from the current order, such as payment method. You can also override information that defaults from the membership program if the membership type allows it.
Once you have entered the membership, you can still make changes to the membership, or cancel it, by selecting Customer Memberships at the Display More Options Screen (available by pressing F10).
See Order Entry Chapter 22: Entering Customer Memberships.
Defaults and overrides: The customer, payment information, and original source code default from the order to the customer membership; however, you can override the pay type or recipient customer for the membership, or enter an alternate shipping address.
Default from membership program: The source code, ship via, and order type default from the membership program to the customer membership, in addition to the items, shipment interval, and discount, if any. You can also override these defaults in the membership type allows it.
Updating the membership after entry: Changes you make to the order in order maintenance do not update the customer membership. You must use Working with Customer Memberships (WWCM) to maintain a membership once you have created it; or, you can work with customer memberships by selecting Customer Memberships at the Display More Options Screen in order entry or order maintenance (available by pressing F10). You would need to use this option to delete the membership after you have entered it, because deleting the membership item in order entry does not automatically delete the customer membership.
Cash amount: If you create a customer membership while entering a prepaid order, the system displays a pop-up window in which you can specify the amount of the prepayment to apply to the membership.
For example, the customer sends a check for $100.00, and the current order total is $20.00. At the pop-up window, you would apply $80.00 toward the customer membership.
As you generate orders for the customer membership, the system applies cash from the membership prepayment amount of $80.00 until this amount is exhausted. Afterward, any orders you generate for the membership will go on hold until you apply sufficient payment. However, if there is a cash amount remaining after you generate the last order for the membership (that is, any items have been included on orders the specified number of times), the system creates a refund.
When you review the originating order in order inquiry, the payment amount for the order appears as $20.00, not $100.00. However, an order history message will indicate that you have applied a prepayment to a customer membership and note the amount.
For more information:
• how the system posts membership deferred liability to the General Ledger Interface file: Accounts Payable Chapter 40: General Ledger Overview
• entering cash for a membership: About Entering Cash Amounts for a Customer Membership
Other payment methods: You can also use a credit card, accounts receivable, or C.O.D. payment method for a membership. The payment method from the order defaults, but you can override this default for the membership.
The system goes through the same credit checking when you generate an order for a membership as for any other order, based on the payment method.
You cannot apply a coupon or credit toward a customer membership.
Order total pop-up: If the Display First Membership Order Total (G14) system control value is set to Y, the system displays a pop-up window providing the estimated dollar total for the first membership order when you accept an order creating a membership.
Closing the order: If the membership item is the only item on the order, the order remains open until you generate pick slips. At that point, the order then closes automatically (assuming it does not fail authorization if it is paid by credit card).
Note: You cannot create a loyalty membership through order entry as described above. See Loyalty Memberships for an overview.
Work with Customer Memberships
Purpose: In addition to creating a standard customer membership in order entry, you can use the Working with Customer Memberships (WWCM) menu option. You can also use this menu option to review or work with existing customer memberships. Additional options at this menu option include:
• Changing a membership's status (deactivating, reactivating, or canceling)
• Changing the release date or the next rotation
• Deleting a membership if you have not yet generated any orders for it
• Changing information, such as shipment intervals, recipient or alternate address, items, pay type, or discount
Required information: When you create a membership through the Work with Customer Memberships menu option, you must include any required information, such as pay type, customer, and recipient, that would default from the order if you create a membership in order entry.
You cannot charge a customer for the membership itself if you create it through this menu option.
Note: You cannot create a loyalty membership through this menu option. See Loyalty Memberships for an overview.
Purpose: Use the Generating Membership Orders (EGMO) menu option to create new orders for standard customer memberships. This menu option selects active memberships based on release date. You can also restrict the selection based on membership type.
Memberships in error: If there are no items specified for the membership, or if the payment information is not complete, the system does not attempt to create an order. Instead, the membership appears on an error report.
Other types of errors will not prevent the system from generating the order; however, the order will be in suspended status and will appear on the Print Phone Errors report, as in the phone edit that you can use for loading remote orders. For example, an order will fail the edit if it includes an item that does not have a price, or has an invalid SCF/ship via combination. You can use batch order entry, described in Order Entry Chapter 30: Accepting or Rejecting the Batch, to correct such orders and resubmit them to the phone edit process.
Order transaction history: When you press F9 to accept an order that is part of the membership order batch, the system writes an order transaction history message indicating the user that accepted the order. The system writes an order transaction history message each time a user accepts the order so that you can track the users that changed an order in the membership order batch. You can review order transaction history messages on the Display Order History Screen.
An example of the order transaction history message the system creates when a user accepts an order that is part of the membership order batch is displayed below. The system includes an amount regardless of whether the change updated the order total.
Date |
Type |
Transaction Note |
Amount |
User |
8/4/14 |
4 |
Batch order changed - Membership. |
20.75 |
SFLYE |
Expected Membership Orders Report
Purpose: Use the Expected Membership Orders Report to review the total number of standard memberships that are eligible to generate orders based on the next release date. This report provides totals for each release date, and does not contain any detailed information.
For more information: See Chapter 132: Printing the Expected Membership Orders Report (PEMO).
Purpose: If you set up a standard membership program for discounting purposes only (that is, you will not be generating orders), you should be aware of the following:
• Flagged as errors at order generation: Discount-only memberships will appear on the Memberships in Error report when you generate membership orders unless you select only membership types that produce orders.
• Must be active for discount: The discount applies only if the customer membership is active. If you change the customer membership's status to inactive, no discount will apply.
• Discounting price of membership item: Any discount will apply to the price of the membership item itself in order entry, unless you set the Discountable field for the membership item to N.
• Membership remains open: A discount-only customer membership will never close automatically. Even after the discount end date passes, the membership will remain active, although the discount will no longer apply to new orders.
• Initial shipment: In order to include one order shipment to the customer to initiate a discount-only membership, you should set up the item(s) using the Accompanying Item option at the Work with Item Offers Screen. If you attempt to generate the initial shipment through standard membership order generation, the membership's status will change to Complete after you generate the order, and the discount will no longer apply.
Note: The above refers to standard discount memberships, that is, memberships that you sell or create. See Loyalty Memberships for information on memberships that the background jobs and customer API assign to customers based on order history.
Overview: You can have the system create customer loyalty memberships automatically when a customer reaches a required merchandise sales, order, or external sales dollar total value, or when a customer has a specified customer class. These loyalty membership programs can provide various benefits to the customer, such as:
• a percentage discount to default in order entry
• free freight
• higher backorder priority
• special customer class
Note: The total dollars used to evaluate a customer for loyalty membership are based on merchandise only, and do not include charges such as tax, freight, or handling. The merchandise total is based on the actual selling price of items on orders.
System control value: The Use Loyalty Membership Program (I81) system control value controls whether the system evaluates customers for loyalty program membership.
When does evaluation take place? The system evaluates customers for loyalty membership during the order and billing background jobs, and when adding or changing customers through the customer API, or during order entry, as described in the following table.
Program Type |
Membership created if: |
Evaluated When? |
order (O) |
• the LTD dollars required for the program is less than the $ order total for all entries in the Order Billing History file since the Effective start date specified for the loyalty program. If there is no Effective start date specified for the program, the customer’s entire order history is compared with the LTD dollars requirement. If there is an External sales amount specified in the Customer Order History file, this amount is added to the order dollar total; or, • the customer is assigned to the Customer class requirement for the program. Note: If the program specifies both a LTD dollars and a Customer class requirement, the customer must meet both requirements to earn the membership. |
ORDR_ASYNC if the Evaluate Loyalty Eligibility within Qualifying Order (J34) system control value is set to Y order entry (accept, accept/add recipient, or reprice) if the Evaluate Loyalty Eligibility within Qualifying Order (J34) system control value is set to N CUSTOMR_IN |
sales (S) |
• the LTD dollars required for the program is less than the $ sold total for all entries in the Order Billing History file since the Effective start date specified for the loyalty program. If there is no Effective start date specified for the program, the customer’s entire sales history is compared with the LTD dollars requirement. If there is an External sales amount specified in the Customer Order History file, this amount is added to the order dollar total; or, • the customer is assigned to the Customer class requirement for the program. Note: If the program specifies both a LTD dollars and a Customer class requirement, the customer must meet both requirements to earn the membership. |
BILL_ASYNC CUSTOMR_IN |
external (E) |
• the LTD dollars required for the program is less than the External sales amount specified in the Customer Order History file plus the $ order total for all entries in the Order Billing History file since: • the External sales date specified in the Customer Order History file, if any; otherwise, • the Effective start date specified for the loyalty program, if any; otherwise, • if there is no Effective start date specified for the program, the customer’s entire order history is compared with the LTD dollars requirement; or, • the customer is assigned to the Customer class requirement for the program. Note: If the program specifies both a LTD dollars and a Customer class requirement, the customer must meet both requirements to earn the membership. |
ORDR_ASYNC if the Evaluate Loyalty Eligibility within Qualifying Order (J34) system control value is set to Y order entry (accept, accept/add recipient, or reprice) if the Evaluate Loyalty Eligibility within Qualifying Order (J34) system control value is set to N CUSTOMR_IN |
Note: The External sales and External sales date fields are not populated by CWDirect except through the customer API and the customer merge/purge.
Example: |
You set up an order dollars-based loyalty program with a LTD dollars requirement of $500 and an Effective start date of 01/01/06 so that you can provide customers who have placed $500 in orders in the current year with a 10% discount. A customer has the following order activity in the Order Billing History file: 12/01/04: $200.00 01/31/06: $200.00 02/06/06: $100.00 The customer places an order with a merchandise total of $250.00. Result: The customer is assigned to the loyalty program based on a total dollar value of $550.00 as follows: • the $200.00 from 01/31/06 • the $100.00 from 02/06/05 • the $250.00 from today’s order The $200.00 from the 12/01/04 order is not included in the total, because it was placed before the Effective start date. |
Graduated loyalty programs: You can set up multiple loyalty programs so that customers can be “promoted” from one to the next as their sales or order totals increase. The background jobs and customer API use the Priority assigned to each loyalty program to determine the order in which they should evaluate whether a customer qualifies for each loyalty program. A higher-priority loyalty program should be assigned a lower Priority number so that the background jobs and customer API evaluate the customer against this program first.
Example: |
You have three current sales-based loyalty programs with the same Effective start date: • GOLD: 10% discount plus free freight. Requires $1500 in sales, and has a priority of 1. • SILVER: 10 discount. Requires $1000 in sales, and has a priority of 2. • BRONZE: 5% discount. Requires $500 in sales, and has a priority of 3. You ship an order to a customer for a total of $1000 in merchandise. The customer’s previous total sales $ in the Order Billing History file since the Effective start date was $100, raising the new total to $1100. Result: • The BILL_ASYNC job checks the GOLD program first because its priority is 1. The customer does not qualify. • The BILL_ASYNC job next checks the SILVER program, because it has the next priority level. The customer qualifies for this loyalty program. The BILL_ASYNC job assigns the customer to the SILVER loyalty program and stops checking other loyalty programs. |
Note:
• If the Evaluate Loyalty Eligibility within Qualifying Order (J34) system control value is set to Y, you cannot provide graduated loyalty programs as described above if the loyalty program type is O (Order) or E (External). However, if the program type is S (Sales), evaluation works as described above regardless of the setting of this system control value.
• Typically, you would set up graduated loyalty programs using a lower priority number (higher priority) for higher-level programs, as in the example above; however, if there is more than one current loyalty program with the same Priority, the background job evaluates these programs in alphanumeric order.
Only one active loyalty membership at a time: The customer API evaluates the customer against the current loyalty programs when you process a Create or Change request, and the background jobs perform this evaluation each time there is order activity, such as entering, maintaining, or billing an order. If the customer qualifies for a higher-level loyalty program as a result of order activity, the job deactivates the customer’s current loyalty membership and activates a new one. Similarly, if the customer no longer qualifies for a higher-level loyalty program due to order activity that reduces the qualifying total, such as a cancellation, the job deactivates the current loyalty membership and activates the appropriate lower-level one. A customer cannot have more than one active loyalty membership.
Creating the Loyalty Membership
Notifying the customer: The system generates a notification email to the customer each time a loyalty membership is activated or deactivated through the background jobs or through order entry. You can set up individual activation and deactivation templates at both the company level and the entity level. See the Loyalty Setup described below for more information.
Note: The customer API does not generate loyalty activation or deactivation email notifications.
What information is stored with the customer loyalty membership? When the system creates a loyalty membership for a customer, the information that defaults from the loyalty program settings includes:
• Discount end date
• Discount %
• Free freight, if any
• Priority B/O, if any
When does the customer receive the discount? If the customer qualifies as a result of order activity and the Evaluate Loyalty Eligibility within Qualifying Order (J34) system control value is set to N, the background jobs perform loyalty program assignments after you complete entering, updating, or billing an order. As a result, the loyalty discount and other benefits do not apply on the order which qualifies the customer for the loyalty membership. However, the next time the customer places an order, the discount and other benefits of the loyalty program default to the order.
If the Evaluate Loyalty Eligibility within Qualifying Order (J34) system control value is set to Y, the loyalty discount applies to the order with which the customer meets the loyalty program requirements.
Loyalty discounts apply in order maintenance provided the order was originally entered after the customer qualified for the loyalty program.
Timing of discount application: The Apply Loyalty at the End of Order (J35) system control value controls whether the loyalty discount percentage defaults to the order header and applies to each order line as you enter it, or applies to the order lines at the end of order entry, following all other eligible discounts. See that system control value for a discussion.
Sale items discounted? If both the Apply Loyalty at the End of Order (J35) and Exclude Sale Item When Prorating Discounts (I65) system control values are set to Y, then the loyalty discount does not apply to items whose Sale item flag is set to Y in the Item Offer or SKU Offer record.
Deactivating or Discontinuing Loyalty Memberships
How long does a customer loyalty membership last? A loyalty membership can be deactivated in the following ways:
• You can deactivate or cancel a customer’s loyalty membership through the Working with Customer Memberships (WWCM) menu option.
• If you specify a number of months as the Discount duration for a loyalty program, the system creates customer loyalty memberships with a Discount end date based on this duration. For example, if you set the Discount duration to 12, and a customer qualifies for the loyalty program on 10/18/04, the system sets the Discount end date to 10/18/05 (12 months later). No discounts or other benefits apply in order entry once the Discount end date is reached, although the membership status remains Active. However, if you do not specify a Discount duration for a loyalty program, the system does not set a Discount end date for the customer’s loyalty membership.
Re-evaluation: If the Evaluate Loyalty Eligibility within Qualifying Order (J34) system control value is set to N, each time the background jobs and the customer API process orders for a customer, they evaluate the customer’s current loyalty membership assignment. If the customer is currently assigned to a loyalty membership but should now be assigned to a different program, the job deactivates the customer’s current membership and creates the new membership. Similarly, if the customer no longer qualifies for the current loyalty membership and does not now qualify for any other existing loyalty program, the background job simply deactivates the current loyalty membership.
However, if the type of the loyalty membership is O (Order) or E (External) and the Evaluate Loyalty Eligibility within Qualifying Order (J34) system control value is set to Y, no further evaluation takes place if the customer’s loyalty membership status is Active, regardless of whether the Discount end date has passed. The system evaluates the customer for current loyalty programs only if you change the status of the loyalty membership to Inactive or Canceled.
Netting returns, cancels, and soldouts: When you set up loyalty programs, you have the option of netting (or subtracting) the merchandise value of returns, exchanges, cancellations, and soldouts from the total dollar value of sales or orders used to determine whether a customer qualifies for a loyalty program.
Example: |
A customer is currently assigned to an order-based loyalty program with a LTD dollars requirement of $500 and an Effective start date of 01/01/06. The Evaluate Loyalty Eligibility within Qualifying Order (J34) system control value is set to Y.The customer has the following order activity in the Order Billing History file since the Effective start date: 02/06/06: $100.00 09/12/06: $200.00 The customer’s External sales field is currently set to $250.00. The customer cancels $100.00 of the merchandise on the 9/12 order. Result: The customer’s total order dollars of $550.00, and the total cancelled dollars is $100.00. The loyalty program’s Net cancels flag is set to Y. When the system subtracts the $100.00 cancellation from the $550.00 orders total, the remaining $450.00 is not enough to qualify for the loyalty program. The customer’s membership in the loyalty program is deactivated. |
Troubleshooting loyalty programs that net returns, cancels, and soldouts:
• Activity against orders before the Effective start date: Returns, exchanges, cancellations, or soldout activity are evaluated based on the date of the activity itself, rather than the date of the original order. For example, you process a return of $50 in merchandise on January 31 against an order that was entered on December 30. The system is evaluating the customer for a loyalty program with an effective start date of January 1. The value of the $50 return is subtracted from the total dollar value since January 1, even though the order was originally entered before that date.
• Exchange activity: If the Net returns/exchanges flag is set to N and you process an exchange, the dollar value of the exchange, or replacement, item is included in the calculation of loyalty eligibility. For example, if the customer exchanges an item with a selling price of $50 for an item with the same selling price, this activity effectively increases the customer’s total merchandise value to date by $50 if you do not net returns and exchanges.
• Update demand flag: A cancellation always reduces the total merchandise order amount if you use a cancel reason code whose Update demand? flag is set to Y. The result of this type of cancellation might be to make a customer ineligible for a particular loyalty program if it is based on the order total.
• Update demand for order maintenance transactions? If the Update Demand for Order Maintenance Transactions (C72) system control value is set to N, it is possible to understate the customer’s total merchandise order dollars. Because the order dollar total in this situation does not increase if, for example, you add an item in order maintenance, processing a cancellation (or return, exchange, or soldout) can have the effect of “double dipping” when the system subtracts the cancellation dollars from the order total. For example, a customer’s total dollars ordered is $500.00. You add a $100.00 item in order maintenance, and then cancel it. Because the total dollars ordered was never increased by the $100.00 in order maintenance, the cancellation effectively reduces the customer’s total dollars ordered to $400.00. For this reason, you might want to leave the netting flags for a loyalty program set to N if the Update Demand for Order Maintenance Transactions (C72) system control value is set to N.
Note: If the Evaluate Loyalty Eligibility within Qualifying Order (J34) system control value is set to Y, the system uses the netting logic when evaluating the customer for initial membership, but does not deactivate a customer due to subsequent order activity once the loyalty membership exists.
Reviewing order and sales totals: Use the following screens to review the customer’s order and sales activity:
• Display Customer Order History Screen: Displays totals for the customer life-to-date (that is, not restricted based on a range of activity dates), plus the External sales total and External sales date. This information is stored in the Customer Sold To Order History file.
• Customer Sold To Order History Screen (Reviewing Detail): A listing of each activity that updated the total orders, sales, returns, exchanges, cancellations, exchanges, or soldouts in the Order Billing History file. You can also generate the Customer Sold To Order History Detail report by pressing F21 at this screen.
• Order Billing History Detail Screen: Displays detail on a single Order Billing History Detail record. The system creates a separate record for each order activity.
Consolidating Order Billing History: If you use the Consolidating Order Billing History (MOBH) menu option, you need to have Consolidate by Customer set to Y in order to include activity in the consolidated date range to evaluate customers for loyalty memberships. If you have Consolidate by Customer set to N, the system consolidates records using a customer number of zero, so the order activity for the consolidated date range cannot be used for loyalty evaluation purposes.
Turning loyalty evaluation on or off: The Use Loyalty Membership Program (I81) system control value controls whether the system evaluates customers for loyalty eligibility; however, it does not prevent the discount percentage for an existing loyalty membership from applying when the customer places an order. In order to prevent the discount from applying, you would need to use Working with Customer Memberships (WWCM) to deactivate the loyalty membership, or wait until the Discount end date for the loyalty membership is reached.
The required and recommended setup for using loyalty memberships is described below.
System control values:
• Use Loyalty Membership Program (I81): Controls whether the background jobs and customer API evaluate customers for loyalty membership based on order activity.
• Loyalty Membership Activation Notification Email Program (I82): Specifies the program to generate the loyalty membership activation email.
• Loyalty Membership Deactivation Notification Program (I83): Specifies the program to generate the loyalty membership deactivation email.
• Evaluate Loyalty Eligibility within Qualifying Order (J34): Controls whether evaluation for loyalty programs with a type of O (Orders) or E (External) takes place during order entry or during ORDR_ASYNC processing.
• Alternate Customer Number Label Description (H95): Specifies the text to include in the Subject line for loyalty membership notification emails as well as on certain screens. For example, if this system control value is set to Reward #, the subject lines are Reward # Activation or Reward # Deactivation. If this system control value is blank, the Subject line uses Loyalty Activation or Loyalty Deactivation.
• Update Demand for Order Maintenance Transactions (C72): See the troubleshooting information above for considerations related to the setting of this system control value.
• Evaluate Loyalty Eligibility within Qualifying Order (J34): Specifies whether to perform loyalty evaluation during order entry and apply any applicable discount and benefits on the qualifying order, or perform loyalty evaluation during background processing and apply the discount and benefits to the customer’s next order.
• Apply Loyalty at the End of Order (J35): Specifies whether to default the loyalty discount to the order header so that each eligible order line is discounted at entry, or apply the discount at the end of order after all other possible discounts have been applied.
Membership types: Use the Working with Membership Types (WWMT) menu option to create one or more membership types with the Loyalty flag set to Y. The membership type also specifies whether you can change existing customer loyalty memberships.
Membership programs: Use the Working with Membership Programs (WWMP) menu option to create one or more loyalty membership programs, specifying a membership type that has the Loyalty flag set to Y.
Note: MICROS recommends that you do not mix active orders-based, sales-based, or external dollars-based loyalty programs in a single company. It is best to have a single method for evaluating customers for loyalty memberships.
Email templates: Use the Working with E-Mail Notification Templates (WEMT) menu option to specify the text to include in the activation and deactivation emails. You can also set up an email template at the entity level as an override; see Email Template Override at Entity Level for more information.
You can also use the Work with Entity Email Overrides Screen to specify the “from” email address to use on these notification emails. However, using a different “from” email address based on entity for various notifications, such as the loyalty membership activation or deactivation notice, might be confusing to your customers if the same customers commonly place orders in multiple entities within your company. In this situation, the “from” email address on a deactivation email might not match the entity where the customer places the majority of his or her orders.
For example, a customer might qualify for a loyalty membership based on orders placed in entity 1, and receive a loyalty activation notice using the “from” email address for this entity. Then the customer places an order in entity 2 that makes him eligible for a higher loyalty program. In this situation, it is possible for him to receive a deactivation notice for the first loyalty membership using the “from” email address from entity 1, and an activation notice for the second loyalty membership using the “from” email address from entity 2.
Note: The system generates email notifications for a customer only if the order type has the Email notification flag set to Y and the customer’s Opt-in/out setting (see Determining the Opt-in/out Setting) is O1 or O2. Also, the customer API does not generate email notifications for loyalty activations or deactivations.
For more information: See:
• Working with Membership Types (WWMT)
• Working with Membership Programs (WWMP)
• Working with Customer Memberships (WWCM)
• Working with E-Mail Notification Templates (WEMT)
• Use Loyalty Membership Program (I81)
• Loyalty Membership Activation Notification Email Program (I82)
• Loyalty Membership Deactivation Notification Program (I83)
• Operating the Background Jobs
| Part O: Memberships | Contents | SCVs | Search | Glossary | Reports | XML | Index | Chapter 128: Working with Membership Types (WWMT) |
CS16_01 CWDirect 18.0 August 2015 OTN